Configuring Access to Macro Suggestions in Zendesk
How can I configure access to macro suggestions in Zendesk?
Access to macro suggestions in Zendesk is configurable, but only for those on an Enterprise plan. By default, only admins can see macro suggestions in the Admin Center. However, you can edit a custom role to define whether that role has access to macro suggestions.
To configure access, navigate to Admin Center, click on 'People' in the sidebar, then select 'Team > Roles'. Hover over the custom role you want to edit and adjust the permissions under 'Macros permissions > Macro suggestion permissions'. You can choose from 'No access', 'Can view macro suggestions', or 'Can view and edit macro suggestions'.
More related questions
What are macro suggestions in Zendesk and how do they work?
Macro suggestions in Zendesk help admins identify potential new macros based on repeated content in agent replies. This feature uses machine learning to analyze agent comments across all tickets, identifying common replies that can be turned into…
What criteria must be met for Zendesk to suggest a macro?
For Zendesk to suggest a macro, your account must have received at least 150 tickets in the last three months. The machine learning model analyzes tickets from the email and webform channels that meet specific criteria: tickets must be from end…
How do I create a macro from a macro suggestion in Zendesk?
Creating a macro from a macro suggestion in Zendesk is straightforward. In the Admin Center, navigate to 'Workspaces' in the sidebar, then select 'Agent tools > Macros > Suggestions tab'. Here, you can review up to 10 suggested macros and decide…
How can I dismiss a macro suggestion in Zendesk?
If you encounter a macro suggestion in Zendesk that you don't want to create, you can easily dismiss it. In the Admin Center, go to 'Workspaces' in the sidebar, then select 'Agent tools > Macros > Suggestions tab'. Click on the suggestion you wish…
What languages are supported for macro suggestions in Zendesk?
As of now, Zendesk's macro suggestions support English, French, German, Japanese, and Portuguese. The machine learning model analyzes tickets written in these languages to generate macro suggestions. Zendesk is working on expanding language…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
